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Handling a Difficult Customer - Online Course - CPD Accredited
LearnPac Systems

CPDUK Accredited | Instant Course Access | Includes Assessment & Certificate | Instant Certificate Download

Summary

Price
£19.99 inc VAT
Study method
Online
Duration
4 hours · Self-paced
Access to content
365 days
Qualification
No formal qualification
CPD
4 CPD hours / points
CPD What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

AI summary

This online Handling a Difficult Customer training course equips learners with the skills to effectively manage challenging customer interactions, fostering positive customer experiences and improving overall customer service.

What you'll learn
  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop active listening and empathy skills
  • Build rapport with customers in person and over the phone
  • Understand diverse customer challenges and adapt strategies accordingly
Who the course is for
  • Suitable for those wanting to improve their positive approach to handling difficult customers
  • No prerequisites required
Key features
  • Suitable for learners wanting flexibility
  • Includes an end-of-course assessment
Skills & outcomes
  • Skills-based course designed to build practical knowledge and skills in customer service
  • Skills covered could be beneficial for roles involving customer-facing responsibilities
  • Includes 4 CPD points

AI generated summary, may contain mistakes. Full details in course description.

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Overview

Handling a Difficult Customer - Online Course - CPD Accredited

Welcome to our online Handling a Difficult Customer training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).

Customer service is a prime position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, learners can effectively deal with the most challenging customers, and both parties can end the conversation satisfied.

Wouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our online Handling a Difficult Customer training course, learners will learn stress management skills, how to build rapport, and recognising specific body language.

By utilising our online Handling a Difficult Customer training course, learners will see an increase in customer service, productivity, and a decrease in unhappy customers. Learners will be provided with a robust skillset, including in-person and over the phone techniques, addressing complaints, and generating return business.

Certificate duration: 2 years

Entry requirements: No entry restrictions

Recommended prerequisites: N/A

Assessment type: End of course assessment

Assessment pass mark – 80% needed to pass and gain a CPD certificate

Cost(s) of assessment and certification – All costs included in the course price

Awarding/Accrediting body – CPD Certification Service (CPDUK)

Handling a Difficult Customer - Online Course - CPD Accredited

CPD

4 CPD hours / points
Accredited by The CPD Certification Service

Course media

Description

Course aims

With our online Handling a Difficult Customer e-learning course, learners will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through our comprehensive Handling a Difficult Customer e-learning course, learners will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Learning outcomes

The learning outcomes of this online Handling a Difficult Customer training course are to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathise
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances.

What is handling a difficult customer?

“It involves dealing with them professionally. Getting control of yourself, never argue with customers when they are angry, displeased or complaining. Listen and let the customer vent, tune into the customer; do not look for the nearest exit. Show the customer you care, show concern for the customer’s feelings.”

Why is this online Handling a Difficult Customer training course essential?

How do you provide quality customer service when you’re faced with a bad attitude?

Successful businesses don’t just sell products. Today, quality customer service may be what differentiates a company from its rivals. Businesses with poor customer service risk losing revenues, profits and even going out of business.

But retail pros know that they’re going to be dealing with angry customers, the very customers who make offering high-quality service difficult. This online course helps you to understand different types of angry customers and how to deal with them as a customer service representative.

What is covered in this course?

This online Handling a Difficult Customer training course includes the following:

  • Module One: Getting Started
  • Module Two: The Right Attitude Starts with You
  • Module Three: Internal Stress Management
  • Module Four: External Stress Management
  • Module Five: Transactional Analysis
  • Module Six: Why are Some Customers Difficult?
  • Module Seven: Dealing with the Customer Over the Phone
  • Module Eight: Dealing with the Customer In-Person
  • Module Nine: Sensitivity in Dealing with Customers
  • Module Ten: Scenarios of Dealing with a Difficult Customer
  • Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint
  • Module Twelve: Wrapping Up

Handling a Difficult Customer - Online Course - CPD Accredited.

Who is this course for?

This online Handling a Difficult Customer training course is suitable for those who want to improve positive ways on how to react to negative customers and leave the customer satisfied and as a returning customer increasing excellent customer service, productivity, and a decrease in unhappy customers.

Handling a Difficult Customer - Online Course - CPD Accredited.

Requirements

Learn anywhere, anytime on any device.

You will need access to a desktop computer, laptop, tablet or smartphone device to complete these online courses. You can start, pause/stop and return to where you left off.

Our courses utilise responsive design features, making them available on any device of your choice.

Handling a Difficult Customer - Online Course - CPD Accredited.

Career path

Our online courses and programmes range from introductory modules at Level 1 (awareness/beginner) to advanced and expert modules up to Level 6.

Our e-learning modules count towards CPD hours for professionals in various sectors as well as meeting mandatory and statutory requirements (where relevant).

Handling a Difficult Customer - Online Course - CPD Accredited.

Questions and answers

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Legal information

This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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